SAS Managed Cloud Technical Manager - Hybrid 

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About the job

The Cloud Information Services team is looking for a SAS Managed Cloud Technical Manager. As part of the EMEA Technical Services team, reporting to the Head of Technical & Delivery Services, you will lead the Cloud Technical Lead Service for the EMEA region.

You will be responsible for all aspects of our hosted and remote managed SAS application environments. Leading a team of technically driven individuals who work collaboratively with customers, analysts, developers, and implementation team members to deliver world class SAS service.

As a leader of the EMEA team you will partner with leaders across the SAS Managed Cloud team and wider SAS EMEA teams to support and deliver excellent customer experience through thought leadership and support of a growing Cloud Technical Lead team.

Partnering with the global leaders, you will provide thought leadership and an EMEA voice in continuous service improvements, implementation of new processes and driving improvements in all aspects of the Cloud Technical Lead service.

You will support the team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, support & service management. You will work with global R&D, Product, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our hosted and remote managed customer environments.

As a SAS Managed Cloud Technical Manager, you will:

• Plan and direct activities including planning and implementing forecasts, relationship development, customer satisfaction.
• Identify resource demands & skill gaps within the Cloud Technical Lead team and develop a proposal for Senior Management review.
• Select, develop, and evaluate personnel to ensure departmental goals are met.
• Keep CIS / senior management informed of key issues and changes which may impact expected business results.
• Use management and technical skills to contribute to the development of company and regional objectives and principles, in creative and effective ways.
• May act as an advisor or subject matter expert.
• Accountable for resource allocation, demand, and team utilisation.
• Ensure SAS Managed Cloud standards and best practices are adhered to and validated.
• Supports, implements, and champions knowledge management and industry best practice.
• Deliver excellent customer service using a customer first and continuous improvement mindset.
• Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers.
• Build and maintain strong, long-lasting customer relationships built on trust and transparency with internal, external customers and key stakeholders including global leadership.

Additional Responsibilities may include:

• Provide service leadership for local teams by managing service queues and assigning tickets based on SAS Cloud procedures.
• Manage and support the team in escalations and incident management.
• Contribute to overall service quality by identifying or leading efforts that reduce time, reduce toil, and/or improve the customer experience with SAS Cloud services.
• Support senior management with developing strategic goals for the region.
• Engage and support business development, customer advisory and sales enablement teams in sales engagement, renewal engagements and internal enablement sessions.

Required Qualifications

• Bachelor's degree in a quantitative field, such as Computer Science, Information Technology, or related field.
• 3+ years of technical experience or equivalent leadership experience in a similar role
• Excellent communication skills 
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Familiarity with cloud-based platforms like MS Azure, AWS, GCP, or OpenShift
• Experience with containers, container-based applications, and/or container orchestration tools
• Experience with Python, Ansible, or Kubernetes
• Scripting experience (bash, powershell, etc)
• Installing, administration and configuration of SAS software and solutions
• Programming in SAS
• Deploying and managing JavaEE web application.
• Java or Web development experience
• Ability to travel up to 10% of the time.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job level will be determined based on the applicant's education, skills, and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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